Have an email post as a note to an already created ticket

Santo Brullo

started a topic
about 3 years ago

Here's an example. A requester sends in a service request or incident ticket. Based on that request I send an email to a vendor requesting info and pricing on a part. I want that info I sent to the vendor (and his reply) to post as a note to that recently created ticket. This would eliminate me having to copy and paste the thread of the email to the ticket as a note. It seems like with email commands this would be possible if Freshservice would recognize the INC# in the body of the email say with the action: note command. This would really be a huge time saver and keep relevant emails associated to a ticket all together with that original request.

12 people like this idea

S

Stephen Joyce

said
over 1 year ago

I agree with this. And the ability to select attachments from the ticket itself when an email is sent to a supplier/3rd party.